Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:06/03/2025

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Im submitting this complaint to share my experience with Crunch Fitness, which has been deeply frustrating and financially damaging, especially while dealing with recovery from a car accident. I joined Crunch on June 6, 2024, and paid in full for 24 personal training sessions. On July 2, 2024, I was in a car accident that left me with ongoing back pain. I immediately began treatment with a chiropractor, specialist, and physical therapist. My chiropractor advised against physical activity, and I submitted that medical documentation to Crunch, asking to freeze my account and delay or cancel training.I was told multiple times, both in person and over the phone, that my account would be frozen and that canceling wasnt necessary since I could return whenever I felt better. I actually wanted to cancel because I knew recovery would take time, but I trusted their word. In January 2025, I tried to return but was still in pain. I let both my trainer and the manager, ****, know. They were understanding and told me a refund was possible if I submitted updated medical documents, which I did. I also asked again to freeze my account. Despite this, I continued being charged monthly without my knowledge. I later discovered the freeze was never applied. Over the following months, I was bounced around between staff, given conflicting information, and often ignored. I was even told at one point that my refund had been approved only to find out later it had been denied with no explanation. I never received a written notice or an answer why it was denied.Ive moved to a city where theres no Crunch nearby, and I still cant use any of the services I paid for because of my injury. Ive attached the supporting documents submitted to Crunch except the chiropractor letter but it is on file in my account. After months of trying to resolve this directly with Crunch, Im turning to you in hopes of finally getting a fair outcome.

• Initial Complaint

  Date:11/08/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I reached out to cancel my fitness plan that I signed up for on 8/22/24. I reached out on 10/22/24. I got a response to come by the gym or send a certified letter in. I had been traveling so unable to do with. someone from the gym *********************************************************** reached out and said they would get it looked into. They replied back and said, because it wasn't within the 90 days there were certain steps I needed to follow. This is 10/23/24 when I got the response. 90 days from sign up would be 11/22/24. First red flag. They continue to proceed to try and charge my account while I am asking for this cancellation. We are going back and forth on email until 11/5/24, I call and speak to **** ******* who gives me her email(*******************************) to send my credit card statement over. She told me to send this because they said my payments were credited back and I owed Money for September/October of 2024. This isn't true because my credit card statement from *********** shows where it was debited by crunch fitness on October 7,2024(it really was 10/4/24 but payment didn't clear my credit card until 10/7/24). Not only do they try and continue to run a charge for $122 on my credit card, but they also are trying to debit the account I originally signed up with. Seems like they are trying to prolong the cancellation until iit gets to 90 days to charge a fee. I have more than paid my dues, and October was covered in payment when I originally asked for the request., we are now in November and they continue to try to withdraw from the account. **** ******* said it takes a couple days to hear from back office but that was now 3 days ago. I did email *** and the Perimeter Manager account again today about this. No response yet, I would like this membership cancelled and for Crunch Fitness Perimeter to stop with the attempt of frivolous charges accounts my banking/credit card accounts. I have more email documentation and bank statements if needed. Thanks

• Initial Complaint

  Date:10/01/2024

  Type:Billing Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I had a personal training subscription with Crunch Fitness and then requested to cancel my subscription originally in march, then there was some confusion where the gym put a freeze on the account instead of a cancel. They then charged me $168 again after the freeze was over, in which time I went up to the business between the end of April and beginning of May to try and cancel the account again. I spoke with the ** manager and they said they would put a stop on the account all together to cancel it. I have spoken with the gym again recently and they assured me that this matter was resolved. However the company recently contacted a debt collector and sent them my account. In September I received a call from a debt collector, ******************* saying that I have an outstanding debt from Crunch. Ive since been getting harassed with threatening phone calls about needing to pay charges that shouldnt exist, because they are about to be on my credit.

• Initial Complaint

  Date:04/14/2024

  Type:Billing Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I reluctantly gave my bank transfer information to Crunch because they told me it was only a secondary payment option. They said my credit card on file would be used as my primary payment option. I don't want my bank account info anywhere on file. I want it taken off. I want just my credit card information on file.

• Initial Complaint

  Date:10/09/2023

  Type:Order Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Gym membership cancel within 7 days, was not supposed to charge the account

• Initial Complaint

  Date:06/19/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Started a membership with Crunch back in October 2022. I moved away to another state and city that same month that didn't have a Crunch gym. So I called Crunch to cancel my membership and they said i could not because I can't cancel within the first 3 months. I called again after the 3 months and they said i would have to come in personally and cancel the membership. I let them know that I could not come in because i had moved away. They said i would have to send a letter to headquarters to cancel the membership and it would take 30 days (on top of transit time) so I would be charged for another month. (Having to send a letter in the mail in 2023 is crazy.. red flag #1. Takes 30 days.. red flag #2.) In the meantime, I asked to freeze my account because they kept charging me and I didn't have access to any Crunch gym at all. Sent in the letter and it was returned to me and now they are attempting to take money from my account again at least 3-4x a day! Now they're saying I cant cancel membership because I owe them money because the freeze ended and that I can't refreeze the account! This is crazy. I went to the gym for 3 weeks! It is Now May 2023. This company is a scam and keeps charging me for a membership they wont allow me to cancel! I want this membership cancelled!

  Business Response

  Date: 06/14/2023

  I spoke with ***************** on the phone and this complain came in error to the Beaumont, ** Crunch location. She stated her complaint was for her original location in *******, *******. She only lives in ******** now. 

  Business Response

  Date: 07/13/2023

  We apologize for the inconvenience. The location is enforcing policy, and all steps staff conveyed to you were correct. The agreement you signed states you cannot cancel the membership within the first 90 days, and if wanting to cancel, must come in person to sign paperwork or send a letter to our PO box. However, as a gesture of goodwill, your membership has been cancelled, and your account will be removed from collections within the next 2-3 business days.

• Initial Complaint

  Date:04/14/2023

  Type:Billing Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was living in ******* for a short while a few years back and I opened a CRUNCH GYM membership at **** Olde Perimeter Way, *******, ** ***** Location. After a while, I ended up moving back to ****** and was no longer using the gym membership and wanted to cancel it. I called the location and asked them to cancel the membership but they told me, they could not and I would need to come to the ******* location in order to close it. I explained I would not be back in ******* for a while and my current location now is ******. I was then told to send a letter to the **************** in ******* (I sent two letters and received no response). On May 6th, 2022 I went to the *********** location to cancel it there and I was told I had to do it in *******. That is when I decided to send my third letter (attached as Crunch letter).During that entire time, every month the company was charging $22.99 a month to my bank account and they even charged a renewal fee. On April 5th, 2023 a year later and practically going insane at this point, I had enough, closed my bank account, and as a precaution locked my credit cards. I sent them another letter, this time I made sure to require a signature (letter Attached). My letter was received this time on Monday, April 10th, 2023. The company was now attempting to charge one of my credit cards and this is when I finally received an e-mail from someone at the PERIMETER Location asking me to give them a call so they can help with billing. When I called, the person I spoke with told me they can not close my account and the only way they could consider doing that is if I pay for the past month they have been attempting to charge on my credit card. There is no way I am giving them access to my banking info again so they can continue charging me for something Ive been attempting to cancel for a year, and I havent been to a location since. I want the account canceled and to be refunded for all the fees they charged with renewal fees.

• Initial Complaint

  Date:02/17/2023

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I signed up with Crunch fitness a year ago and they advertised the training program so I gave it a try. I did the program for a few months before my trainer said he'd be leaving so I decided to cancel my sessions going forward. I spoke with one of the employees so cancel and signed paperwork to do so. A few months later (Nov2022) I started getting the training fee charged to my account again so I went to the gym to discuss with mgt. Apparently the employee had me sign a 'freeze' form by mistake instead of the cancellation form and now that employee is no longer working there. I asked the mgr. since it was the employees fault for having me sign the wrong document could they refund me for the trainings I've been charged, he was very rude in response. He said you can get a trainer here and do the sessions but I can't refund you. I've never dealt with anything like this and I can't contact corporate for this leading me here. Even at the employees fault who no longer works there, this Crunch fitness will not take accountability for the mishap that occurred. I feel treated very unfairly in this situation and have now been charged $328 because he said 'we have to charge you once more b/c you now signed the cancellation after the billing cycle'. So they charged me twice for training sessions I never took and I asked to cancel when I noticed the first charge of $164 to my account. Even when addressed he decided to charge me again because it was 'out of his control'. He claimed he emailed corporate about it and would not provide me with proof to provide my card company with so I don't know if he even reached out to corporate at all. Can someone please help with getting the $328 refunded? I honestly want to cancel my entire membership after experiencing this. There was no accountability for the employees mistake and even worse handling from a mgt. standpoint of handling/resolving the issue.